Wrocław
Location: remote from anywhere in Poland with a possibility of working from the office in Gdansk
What we do:
At Cognizant, we are dedicated to helping the worlds leading companies build stronger businesses - helping them go from doing digital to being digital.
In Poland, our offices are located in Gdańsk, Wroclaw, and Kraków. With the capacity to support various clients, we offer a world of opportunities for both professionals and graduates. You can expect five-star training, a chance to realize your career goals, and a range of benefits. Be Cognizant!
Looking for Service Desk Agent willing to expand IT knowledge in multinational corporate environment.
Main responsibilities:
User Communication
- Single point of contact for users for all IT related issues – Management of communication via any inbound communication channel
- Contact users via the defined outbound channels to resolve tickets or to gather information
- Act as translation instance for contacts between English speaking supporters and end users without English language skills
Ticket Handling
- Reception, acceptance, documentation of requests and incidents – transferring them into tickets
- Categorization and prioritization of tickets based on defined rules
- Translate any ticket information from local language into English and vice versa
Incident- / Request resolution
- Resolution of incidents by implementation of validated solutions and workarounds documented in the KMDB
- Fulfilment of requests as defined in the Runbook and documented in the KMDB (e.g. password resets and account unlocks for defined services and application)
Knowledge Management
- Support knowledge management by providing feedback for creation or maintenance of KMDB articles
Key requirements:
- Experience in L1 service desk support with network, Microsoft office and other IT related issues
- Troubleshooting skills
- Basic knowledge of Service Desk Metrics
- Customer service background is nice to have
- Strong IT knowledge and willingness to learn
- Native Polish and fluent English
We offer:
- Competitive salary with cafeteria benefits and bonuses
- Opportunity to be part of a rapidly expanding global organization
- Pleasant and inspiring working atmosphere
- Professional development and clear career path
- Training & development opportunities
- Private healthcare and additional life insurance
- Employee volunteering programs and opportunities
- Inclusion and diversity in practice
- Employee referral program in place